CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE

JOB VACANCY                                                      

Lakefront Utility Services Inc. (LUSI) is located in the Town of Cobourg and is an affiliate of the Town of Cobourg Holdings Inc. The utility serves over 10,000 customers and is committed to providing the Town of Cobourg and Village of Colborne with reliable and safe electricity and drinking water. Lakefront delivers access to career and development opportunities, safe and healthy workplaces, effective training, and positive work-life balance – so that employees are able to perform at their best and contribute to their communities.

For more information, please visit our website at: https://www.lakefrontutilities.com/

JOB DESCRIPTION:

Lakefront Utility Services Inc. (LUSI) is currently seeking a dynamic, highly motivated, and proactive individual for the position of Customer Service Representative. Reporting directly to the Regulatory and Billing Supervisor, you will work in a team environment. This is an excellent opportunity to use your knowledge and experience in a fast-paced environment of professionals dedicated to customer service, collaboration, and cooperation.

RESPONSIBILITIES INCLUDE:

The successful candidate will be required to respond efficiently and professionally to all customer enquires related to billing, collections, service transaction, and energy efficiency. The candidate will process the transactions resulting from these calls and perform other core functions in the areas of collections, billings, and payment entry.

• Accurate billing and processing of electric, water/sewer accounts, using Harris NorthStar Customer Information System and various other metering data systems.
• A strong level of accountability required to verify critical information;
• Able to prioritize and multi-task in a fast paced, high volume environment while adhering to critical deadlines.
• Develop efficiencies to improve individual productivity and contribute to department process improvement.
• Handle customer inquiries and communicate professionally and constructively to effectively resolve issues in order to minimize risk and exposure.
• Set up, reconcile, or finalize customer accounts.
• Produce service orders and process high volume water locates within the required processing time.
• Conduct control checks on a frequent basis to verify quality of work.
• Process customer payments and daily balancing.
• Perform weekly invoice settlements and reconciliations.
• Equal billing Reconciliation/Calculation/Maintenance.
• Complete correspondence related to customer accounts.
• Responsible for collections and live chat.
• Promotion of various customer services and Conservation initiatives for company.
• Adhere to department procedures, company policies and regulatory requirements.
• Other duties as assigned.   

QUALIFICATIONS:

Experience in a regulatory or utility environment is considered an asset, as is a sound knowledge of electric utility service supply policies, rate structures, payment options, collections, and privacy policies, as well as experience with the Northstar (Harris) Computer Information System.

• Post- Secondary Education with Minimum 5 or more years relevant experience in Customer Service and Billing.
• A proven team player, possessing strong problem-solving and communication skills and an aptitude for mathematics.
• Demonstrated commitment to continuous improvement; customer service and teamwork principles is necessary.
• Excel skills including proficiency in all other MS applications and working knowledge of computerized information systems.
• Demonstrated excellent interpersonal, problem-solving, quality management, organizational and communication (verbal and written) skills, together with the ability to maintain professional and effective working relationships with customers, staff, and outside agencies.
• Knowledge and understanding of utility billing system and of the NorthStar CIS is an asset.
• Knowledge and understanding of practices relating to the Ontario Energy Board’s Rules and Regulations; and the Independent Electricity System Operator’s Settlement Procedures is an asset.  

This is a union position and wages are as per the Collective Agreement. Regular hours of work will be 33 ¾ hours per week. Interested candidates are invited to submit a resume, in confidence, by 4:30 p.m. on July 31^st, 2021, to the attention of Human Resources, 207 Division Street, PO Box 577, Cobourg, ON, K9A 3P6 or by email to hr@lusi.on.ca. 

We thank all applicants however only those selected for an interview will receive a response. In accordance with the Municipal Freedom of Information and Protection Privacy Act, the information gathered is collected pursuant to the Municipal Act, 2001, as amended. LUSI is an equal opportunity employer that is committed to diversity, inclusive, barrier-free recruitment, and selection processes. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

 July 19, 2021